Last month we talked about how to tell people you’re charging more money without them lighting a torch and storming your metaphorical castle. If you missed it, it’s here. Lucky you.
Naturally, when you make big changes, especially ones that punch people where it hurts (their wallets), some folks will react…poorly. Ugh.
Social media makes that negativity hit harder, faster, louder and is 400% more annoying.
Here’s how to survive the inevitable tantrums you’ll encounter as a burnt out business owner.
Step 1 | Brace for Impact
Before you announce anything, sit down and ask yourself: “How could someone twist this into an attack on my personal character?”
Then, plan answers to every version of that disaster. Write them down. Practice them in a mirror if you have to. You’ll be way less likely to spiral when Karen from Facebook starts throwing digital tomatoes at you.
Step 2 | To respond or not to respond?
Not every comment deserves your energy.
Ask yourself: Is this a valid complaint? Or is it just someone rage-commenting while waiting for their Uber Eats order?
If it’s legit: respond kindly and directly.
If it’s a drive-by tantrum: maybe…don’t.
Pro Tip | Never fight angry. It just makes you both look unhinged. Stay calm. Stay boring. Kill them with kindness and overly excessive polite customer service.
Step 3 | Pretend you’re a therapist
When someone is dragging you through the mud, remember:
It’s not about you.
It’s about whatever unresolved anger they’re currently projecting onto the internet.
Respond with unnatural levels of empathy. Thank them for their ‘feedback’. No, Seriously, thank them. Use it as a chance to show everyone else how professional and unbothered you are.
Step 4 | Resist the delete button (mostly)
Yes, it’s tempting to nuke every bad comment from orbit. But deleting non-offensive complaints usually makes things worse. People notice. People gossip. People screenshot.
Unless the comment is wildly offensive (racist, sexist, threatening etc), leave it.
Respond publicly if you can. Take it private if you need to. But don’t just quietly make it disappear. You’re not fooling anyone.
Step 5 | Know when to shut it down
Sometimes, comment sections turn into dumpster fires.
If your platform lets you, close the thread after posting a polite, boring explanation:
“Hey friends, we’re closing comments to help manage this conversation. Feel free to DM us!”
If people still want to rage, at least make them do it one-on-one.
Step 6 | Send in the Hype squad
If you’ve got brand ambassadors, real fans, or just your mum’s bridge club, now’s the time to deploy them.
Encourage loyal customers to jump into the comments and say nice things about you.
It helps balance out the grumpiness and reminds everyone that one angry voice ≠ universal outrage.
Good to know | Sometimes you won’t even have to ask people to weigh in on your behalf. Good humans exist. Occasionally.
Reality Check
Most negative comments are just misunderstandings shouted into the void.
Most angry customers just want to feel heard.
Most crises can be diffused with fast, calm, slightly-too-professional replies.
Be proactive. Be boring. Be the corporate equivalent of a beige cardigan.
You’ll survive. And your brand might even come out stronger.
